How to provide third party partner access to an RSA Link customer account

[RSA-KB-Sync]

Article Number

000035503

Applies To

RSA Product Set: RSA Link, RSA customers with RSA Link accounts

Issue

Third Party Partner access to RSA Link

Channel Partners (that is, resellers, distributors, etc.) can register for RSA Link under their partner status.  They receive all the same access that customers get, including access to the My Cases case management portal.  However, they can only access these features as themselves, not their customers.  For example: The My Cases portal will let them view and open cases for their own site, but not for their customers.
 
RSA Managed Security Service Providers (MSSP) and Managed Detection & Response (MDR) partners are the exception to this rule.  Their customers don’t receive the option to open cases via the My Cases portal.  Instead, these partners have access to create and manage cases on behalf of their customers’ sites.  To enable this access, the customer does not add them under the My Team tab in the My Cases portal. Instead, the partner must ask RSA Customer Support to link them to the customer.  Customer Support does this by linking the partner’s contact to the customer’s site in Salesforce as an Account Contact Role.

Customers can add anyone to their account via the My Team tab in the My Cases portal.  If a partner is added that is not an RSA MSSP or MDR partner, that partner will have access to the customer’s account in addition to their own.  They’ll be able to open cases on that customer’s behalf, even though they’re not an RSA MSSP or MDR partner.  They would retain this access until such time as the customer deletes them.  RSA recommends to customers that they regularly review who is attached to their account and remove those who no longer need access.

Resolution

To Provide RSA MSSP or MDR Partner Access to Customer Accounts

1. The RSA MSSP or MDR partner contacts RSA Customer Support.
2. The partner requests that Customer Support link them to the customer.
3. Customer Support links the partner’s contact to the customer’s site in Salesforce as an Account Contact Role.

For information on adding users as members of My Team within the My Cases portal, please review the following article:  How do I add my colleagues to our account in RSA Link?

Notes

The RSA SCP program was discontinued in EMEA and APJ regions in  May 2018.  It was discontinued in AMER over a decade ago.